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Genesys Customer Experience Insights (GCXI) data vs Genesys Workforce Management (WFM) data Inconsistencies

  • 1.  Genesys Customer Experience Insights (GCXI) data vs Genesys Workforce Management (WFM) data Inconsistencies

    Posted 04-28-2021 07:20

    Hi there,

    I have been comparing Queue-level data (Interaction Volume, Service Level, AHT) from GCXI and WFM and notice that there has been discrepancies. For instance, for interaction volume, we sometimes observe up to 90 calls difference between GCXI and WFM across one day.

    I understand that WFM metrics like Interaction Volume, Service Level and AHT are recomputed based on data in Stat Server, and in combination with the way of how this is carried out in timesteps, the resulting SL or AHT will be different to GCXI's results. However, I would assume when we look across a period of a day, the discrepancies would be minimal?

    I'm seeking help to understand how Stat Server works, and more particularly the relationship between GCXI and WFM. Does anyone have any understanding/ experience in this space?

    Thank you in advance.

    Regards,
    Tang


    #Reporting/Analytics

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    Hou Ket Tang
    Brisbane City Council
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  • 2.  RE: Genesys Customer Experience Insights (GCXI) data vs Genesys Workforce Management (WFM) data Inconsistencies

    GENESYS
    Posted 05-05-2021 15:00

    Hi Tang;

    Sorry for the delayed response. In a lot of cases, it is difficult to perform comparisons of metrics in GCXI (drawn from ICON/GIM) with those in WFM (drawn from Stats Server) because each environment has it's own internal structure, and calculations of similar-sounding metrics are often inherently dissimilar. There are several factors that contribute to these differences; for example, Stat Server performs calculations based on what data is available at the end of a given fixed interval, whereas ICON/GIM performs calculations based on the compete cycle of an interaction; so late-arriving facts might be included in GCXI data, but not in WFM. There are other ways in which Stat Server is optimized to provide near-real-time reporting; it is designed to prioritize latency over detail, while ICON/GIM/GCXI prioritizes detail over latency, which is needed for historical analysis of data, but implies some delay in processing. Note that, even within GCXI, some metric names are duplicated -- this is because a given metric name can have a different meaning in the context of (for example) queues than it has in the context of (for example) agents; you can find definitions of these metrics here.

    However, configuration can also plays a role, so I'd recommend you talk to the experts in Genesys Customer Care, who can also help you to better understand Stat Server.

    Kindest Regards,

    Tony



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    Tony Gilchrist
    Genesys - Employees
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  • 3.  RE: Genesys Customer Experience Insights (GCXI) data vs Genesys Workforce Management (WFM) data Inconsistencies

    Posted 06-08-2021 00:42

    Hi Tony,

    Apologies for the delayed response, and thank you for the prompt response.

    Your advice is great, part of the ongoing questions we've been asked is why both systems are different, and why can't they be compared, so understanding the rationale behind how each system is configured helps us explain that gap.

    We have also taken your advise to check with our Genesys partner in case there is something configuration-related. The main discrepancy is in AHT at the moment, so hopefully we will be able to get some good outcomes from that soon.

    Much appreciated,
    Tang



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    Hou Ket Tang
    Brisbane City Council
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